Working within the Care Home Enhanced Rapid Response Service (CHERRS).
The aim of the service is to target urgent, emergency, unscheduled and acute episodes of care in elderly patients residing in care homes who would otherwise be at risk of hospital attendance or admission. The service provides a rapid response which ensures the unwell patient receives prompt examination and treatment by an advanced practitioner trained and experienced in emergency / urgent care. The Care Navigator role will support this function by triaging referrals from care / nursing homes, GP surgeries, Paramedics and other health care professionals.
Main duties of the job
To accurately triage and prioritise patients, including in emergency situations, demonstrating the use of a variety of techniques to elicit the history of an event/illness, including past medical and drug history.
About us
CHERRS has a dedicated telephone triage system where all patients are triaged against the referral criteria and registered on SystmOne. You will ensure the referral meets the criteria of an urgent visit by taking a history using the information provided by the referrer and by accessing the patients' notes. Care homes are equipped to provide baseline observations to assist our triage and specify the urgency of our response.
Once a referral is accepted you will register the patient on the SystmOne CHERRS template and update the appointments ledger. You will coordinate the service and ensure Practitioners are utilised effectively by allocating visits based on logistics and urgency whilst maintaining telephone contact for any urgent issues. If the referral is not appropriate, you will advise why and provide alternative pathways which may include referral back to the GP. You may also discuss with the CHERRS Practitioners on duty for further support and this would be documented.
Job responsibilities
Clinical
To accurately triage and prioritise patients, including in emergency situations, demonstrating the use of a variety of techniques to elicit the history of an event/illness, including past medical and drug history.
To pass on clinical and non-clinical information to the CHERRS practitioners regarding referrals.
To refer patients to appropriate care settings, within locally agreed healthcare pathways.
To maintain accurate and systematic documentation of patient interactions and clinical care provided, including adverse events.
To advise and support members of the public on healthy lifestyles, health promotion and disease prevention.
To provide clinical information to other members of the team where appropriate.
To undertake clinical audit.
Communication
To liaise with care home staff and managers in promoting the service and ensuring all high demand care homes are aware of the service by undertaking telephone updates and reminders to ensure appropriate patients are referred into the service.
To maintain communication with all healthcare professionals and outside agencies to ensure seamless, patient-centred service provision.
To ensure effective communication so that the patient receives the appropriate level of care and wherever possible avoid unnecessary hospital admission.
To take an active role in maintaining expert communication with all patients, carers and relatives which meets their individual needs.
To deal with complaints in a calm and courteous manner, ensuring that, wherever possible, complaints are dealt with efficiently and satisfactorily on a local level.
To communicate effectively in demanding and challenging situations, where there may also be hostility.
Professional
To input to and extract information from the clinical Information technology system in use (e.g. System One). Where necessary provide written reports using an agreed medical model of documentation.
To register patients on SystmOne, access patient notes to ensure suitability and place patient on appointments ledger for the Practitioner to visit depending on clinical need and logistics.
To coordinate service and ensure resources are utilised effectively.
To work collaboratively with other members of the healthcare team such as the District Nursing Teams, the Out of Hours Mental Health Services, staff in Care Homes, Ambulance Service, etc.
To ensure that the wellbeing of patients and staff is maintained in accordance with local Health and Safety Policy.
To work within the local Integrated Governance and Risk Frameworks.
To undertake clinical audits in line with the organisations clinical audit plan, and to participate as required in equipment testing.
To contribute to the analysis of information to inform future development of the service.
To participate and contribute to serious adverse event (SAE) meetings.
To identify risks to service provision, and highlight them to the Clinical Lead.
To work within the requirements of Data Protection legislation as it applies to patient records.
To act at all times in such a manner as to promote confidence and public trust and to uphold the reputation and image of the employer and the profession.
Organisational
To operate as an effective member of the CHERRS team and wider healthcare teams in Primary Care and Community Care.
To maintain accurate and systematic documentation of patient interactions and clinical care provided, including any adverse events, child protection issues or other notifiable matters.
To provide information to inform the evaluation and efficiency of the role and for performance management purposes as requested.
To assist in marketing and promoting the role and organisation within the health community both locally and nationally.
Managerial
To ensure effective time management and prioritisation of workload.
To ensure the security, safe storage and maintenance of any allocated equipment and goods.
To ensure practice is within good clinical governance and based on sound up-to-date clinical evidence. Where appropriate, to identify and assess any risks associated with patient care or to oneself and communicate these risks to the appropriate clinical manager.
This is not meant to be an exhaustive list of duties. The need for flexibility is required and the post holder is expected to carry out any other related duties that are within the employee's skills and abilities whenever reasonably instructed.
Person Specification
Personal Qualities
* Able to work cooperatively with the multi-disciplinary team.
* Able and willing to develop professionally.
* Able to use own initiative.
* Able to act as a role model.
* Able to motivate other team members.
* Able to promote a learning environment.
Qualifications
* NVQ Level 1-3 in Health and Social Care.
* Experience of clinical audit.
Experience
* Able to deal with violence, aggression and extreme situations.
* Vaccine and immunity status in accordance with UK Department of Health Guidelines.
* Able to adjust and respond in rapidly changing environments.
* Able to work in a calm and organized manner in situations of extreme workload.
* Enhanced DBS disclosure.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
£12.50 an hour. Enhancements for weekend work and bank holidays.
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